Operations Team Lead

About unitQ We're a game-changing SaaS platform that empowers companies to take charge of product quality and drive growth. By using our platform to listen to user feedback from both public and private channels, unitQ's leading AI technology tells companies precisely what product quality fixes will have the highest impact. Insights from unitQ drive higher conversion rates, better customer satisfaction, and more efficient use of engineering resources.

World-class companies, including Pinterest, Spotify, and Chime have adopted our solution; with a recent Series B led by Accel and our Series A led by Google, unitQ is in hyper-growth mode and looking to build a high-performing Partner team

About the opportunity Are you passionate about hunting for bugs and issues to help clients have the best platform for their users? We are looking for a Quality Hero Lead - a hybrid role of support specialists and analysts - that analyze written user feedback and metadata for software quality issues. As part of the Quality Hero team, you will be collaborating with teams in the US and beyond including Engineers, Product Managers, and the Operations team to help identify our client’s technical and user support gaps throughout their platforms while helping lead a team of Quality Heros.

This is a fast paced environment and working quickly, while maintaining focus and accuracy, is key to serving our clients. Our Quality Hero team needs to follow and comprehend what’s going on at all times in order to best help the client base and our company success. We use the same unitQ monitor that our clients do to filter through the thousands of user reports and escalate issues as necessary. The unitQ Monitor analyzes popular customer channels — including App Store reviews, Zendesk tickets, and social media — in over 100 languages to uncover potential issues with your product, in real time.

Why this role exists: We are looking for a highly motivated Quality Hero Lead who can help support our customers to help them maximize the value they get from our platform. This cross-functional role will interact with many teams and serve as the company’s face to many of our customers. If you are passionate about customer experiences, detail-oriented, and excited to roll up your sleeves to make customers successful, this role could be perfect for you.

What’s in it for me? Be a part of a growing team that values delivering quality to customers, teamwork, and self-growth.

Role responsibilities:

• You will learn and understand technical concepts and our platform and solutions
• You will perform problem analysis and deliver concise resolutions
• You will be the point of contact to help champion our customers and help to rally internal team members towards issue resolutions and data processing
• You will initiate creative solutions to resolve problems
• Ability to work to specified KPIs and performance expectations
• Understanding and practical experience with mobile platforms

About you:

• 3-5 years of customer support experience

• Experience in a high-tech SaaS industry

• Management or lead experience

• Bonus points for: Bachelor’s degree, experience working in an evolving, fast paced, high-growth environment, Engineering skills/knowledge, data labeling for machine learning

• Strong work ethic with a focus on customer satisfaction

• Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers

• Excellent verbal, written, and interpersonal skills

• Familiarity with major operating systems (Windows, Mac OSX, etc), mobile systems (iOS/Android), support programs (zendesk, salesforce, etc), and web browsers (Chrome, Safari, Explorer, etc)

• English - proficient in reading and writing

• Strong attention to detail

• Self-motivated with ability to work independently as well as thrive in a virtual team environment

• Strong commitment to working in a support role with a virtual team

• Constant communication with your team and other departments to keep an open dialogue going at all times

• Flexibility with special projects from time to time

• Ability to work to specified KPIs and performance expectations

• Must have access to a reliable personal computer/laptop and high-speed internet

• Creative

• Resourceful

• Detail-oriented

• Highly organized

• Team cheerleader

• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

• Ability to operate independently

Benefits:

• Flexible/unlimited vacation
• Medical coverage through BlueSheild and Kaiser
• Dental and Vision coverage through Beam
• 401(k) Plan
• Life insurance
• FSA and Dependent Care FSA Plans
• $50/month internet/cell phone/equipment reimbursement
• Generous leave policies
• Thrive Market - company paid membership and $50/month stipend (for remote US employees only)
• Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead! (In place of an Equinox membership, we can offer $100/month as a wellness benefit)
• Continuing education reimbursement
• Stock Options
• Snacks and dog friendly office environment
• Weekly team dinners in office